Helpdesk Manager

hace 4 semanas

Monterrey, México Prodensa A tiempo completo

Automotive company is looking for a Helpdesk Manager who will play a key role in supporting our organization. This includes managing, distributing and prioritization of tickets to appropriate personnel, monitoring SLA's and ensuring the help desk team are meeting these SLA's. This is a working management position, and this manager should be an escalation point for the Help Desk. The helpdesk manager will also collaborate closely with our experienced team to close issues, drive projects, and build documentation.

**Requirements**:
Bachelor Degree in rience managing an IT help desk environment
Computer Science or related field required.
Minimum 5 years' experience managing an IT help desk environment
Strong Microsoft Windows Desktop Experience
Strong Microsoft Office Experience
Understanding of web based concepts and technologies
Ability to supervise a team of technicians and schedule/balance workloads
Ability to work well with others in a collaborative and team environment
Ability to prioritize effectively and to perform proactively
Positive customer service and customer-friendly attitude
Proven problem solving, troubleshooting and analytical skills
Ability to understand and work in strict compliance with documented procedures
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to conduct research into issues and products as required

**Responsibilities**:
Manage and support the Help Desk Team in day to day affairs
Track issues from open ticket to resolution using Help Desk ticket management system.
Escalate more complex issues to appropriate team members.
Ensure ticket response and resolution times are within SLA timeframes
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Monitor and Manage the afterhours On-Call duties

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